UPILA

We’re Hiring: CRM & Retention Marketing Specialist 

 Location: Remote

Type: Full-time

The Opportunity

We’re looking for a results-driven CRM & Retention Marketing Specialist to lead and optimize our customer engagement strategy across email, WhatsApp, and lifecycle marketing platforms. You’ll take ownership of CRM systems across both e-commerce and lead generation clients, driving personalized, high-performing campaigns and automated journeys across the entire customer lifecycle.

This is a strategic and execution-focused role — ideal for someone who thrives in a data-driven environment, can work independently, and collaborates effectively with a wider marketing team.

Key Responsibilities

* Build, manage, and optimize automated email flows (e.g., welcome, cart abandonment, post-purchase, win-back) using Klaviyo.
* Plan and execute lead nurturing journeys (lead capture → qualification → conversion → re-engagement) for lead generation clients.
* Launch segmented campaigns across email and WhatsApp to support promotions, product launches, and seasonal events.
* Plan, execute, and optimize WhatsApp marketing campaigns using Chatarmin or similar platforms.
* Manage customer segmentation, personalization, and lifecycle journeys across multiple channels including Email, WhatsApp, Push Notifications, and SMS.
* Work on lifecycle marketing platforms such as CleverTap, WebEngage, or MoEngage to drive engagement and retention.
* Conduct regular A/B testing and continuously improve performance based on data-driven insights.
* Monitor and report on campaign performance metrics including open rate, CTR, conversions, revenue attribution, and lead-to-customer conversion rates.
* Collaborate with content, design, and paid media teams to ensure consistent branding and integrated execution.
* Ensure compliance with regional data privacy laws and opt-in best practices for all communications.
* Stay updated on CRM, lifecycle marketing, and WhatsApp platform best practices.

Success Metrics / KPIs

* Email-attributed revenue per campaign and flow
* Flow conversion rate by segment and journey
* Lead-to-customer conversion rates (for lead generation funnels)
* WhatsApp click-through rate and opt-out rate
* Campaign open rate (email & WhatsApp)
* Customer retention rate and repeat purchase rate
* List growth and health (engagement rate, unsubscribe, bounce rate)
* A/B test learnings and improvements implemented monthly

Tools & Platforms

* Must-have: Klaviyo (CRM), Shopify (e-commerce CMS)
* Lifecycle platforms: CleverTap, WebEngage, MoEngage (preferred)
* WhatsApp marketing tools: Chatarmin, Twilio, Zoko, WATI, Interakt
* Google Analytics or similar reporting tools

Requirements

* 2–4 years of hands-on CRM and retention marketing experience.
* Proven experience managing CRM for both e-commerce and lead generation businesses.
* Strong expertise in lifecycle marketing platforms such as CleverTap, WebEngage, or MoEngage, along with tools like Klaviyo.
* Experience running WhatsApp campaigns using API-based platforms.
* Strong understanding of customer segmentation, lifecycle marketing, and retention strategy.
* Ability to design and optimize conversion funnels and lead nurturing journeys.
* Proficiency with Shopify or similar e-commerce platforms.
* Strong analytical mindset with the ability to interpret data and drive actionable insights.
* Basic knowledge of HTML and inline CSS for email template editing and troubleshooting.
* Familiarity with Liquid templating language is a plus.
* Creative design knowledge using Photoshop, Canva, and AI tools.
* Understanding of CRM integrations, tracking, and customer data flows is a plus.
* Awareness of data privacy and opt-in best practices.
* Detail-oriented, self-motivated, and a proactive communicator.
* E-commerce or DTC brand experience is highly preferred.

Marketing strategies

WhatsApp

Lead generation

User journey mapping

Shopify

Testing

E-commerce

Klaviyo

Data

User segmentation

HTML/CSS

CSS3

Data privacy

Support

Content management

Branding

Paid media

Compliance

Growth

Editing & Proofreading

Data analytics

Canva

Twilio

WatiN

Google Analytics

Adobe Photoshop

Liquid Template Engine

CRM & Retention Marketing Specialist (Remote, Salary upto 9LPA)